Samantha Jaddou

Analyst serving Customer Experience PROFESSIONALS

Sam serves Customer Experience Professionals, with an emphasis on helping clients better understand the needs of consumers in the Asia Pacific region. A native of China, Sam is fluent in both Mandarin and Cantonese.

Previous Work Experience

Prior to joining the customer experience team, Sam worked extensively with Forrester's global Consumer Technographics® data, analyzing consumer technology adoption, behavior, attitudes, and trends. Before becoming a researcher, Sam was a senior research associate serving Market Insights Professionals. Prior to joining Forrester, Sam worked at Wellington Management and CITS Travel, and she conducted primary market research in Guangdong, China for Shell Petroleum.

Education

Sam holds an M.S. in financial economics from Boston University and a B.S. in management with dual concentrations in marketing and international management from UMass Boston.

Samantha Jaddou's Research

  • For Customer Experience Professionals

    Report: Case Study: How DBS Reinvented The Asian Banking Experience

    DBS Bank is a prominent financial services group in Asia with more than 250 branches across 17 markets. Battling for customers in highly competitive markets like Singapore, China, and India, DBS...

    • Downloads: 73
  • For Customer Experience Professionals

    Report: Case Study: How Delta Air Lines Soared In The Customer Experience Index

    Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we s...

    • Downloads: 223
  • For Customer Experience Professionals

    Report: Brief: Key CX Takeaways From Forrester's Summit For M&S Professionals, China 2014

    At Forrester's Summit For Marketing & Strategy Professionals, China 2014, speakers presented case studies detailing how to boost customer experience (CX) through the use of digital and social ch...

    • Downloads: 65
  • For Customer Experience Professionals

    Report: The Customer Experience Index, China 2014

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on the...

    • Downloads: 160
  • For Customer Experience Professionals

    Report: The State Of Customer Experience Management In China, 2013

    Companies need to become customer-obsessed to win Chinese consumers, as the Chinese economy slowly becomes consumption-based. To help achieve that goal, this report sheds light on the current st...

    • Downloads: 155
  • For Customer Experience Professionals

    Report: Case Study: How Delta Air Lines Soared In The Customer Experience Index

    Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we s...

    • Downloads: 223
  • For Customer Experience Professionals

    Report: What Chinese Consumers Expect From Website Experiences

    Chinese websites don't look very much like their Western counterparts. But as the principles of effective site design become more well-known, don't expect Chinese sites to fully adopt Western se...

    • Downloads: 276
  • For Customer Experience Professionals

    Report: The State Of Customer Experience Management In China, 2013

    Companies need to become customer-obsessed to win Chinese consumers, as the Chinese economy slowly becomes consumption-based. To help achieve that goal, this report sheds light on the current st...

    • Downloads: 155
  • For Customer Experience Professionals

    Report: The Customer Experience Index, China 2014

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on the...

    • Downloads: 160
  • For Customer Experience Professionals

    Report: Best And Worst Of Chinese-Language Websites, 2013

    Forrester has been evaluating website user experiences since 1999, and we've completed more than 1,500 site reviews so far. This year, for the first time, we turned our attention to Chinese-lang...

    • Downloads: 99
View all of Samantha Jaddou's Research

Clients who work with Samantha Jaddou also work with: